Network Operations Center Engineer

2 weeks ago

Islamabad, Islamabad, Pakistan beBee Careers Full time

Job Title: Network Operations Center (NOC) Engineer

Location: Remote Work Opportunity

Job Summary:

The NOC Engineer is a technical role that focuses on implementing, supporting, maintaining, and optimizing network infrastructure in vendor-neutral environments. This position provides escalation support for customer network issues and outages, working to resolve problems directly or in partnership with vendors, channels, and Field Services teams.

This role utilizes documented customer procedures, ITIL best practices, technical skillsets, and soft skills to provide an excellent customer experience through network issue resolution and configuration activities. The NOC Engineer plays a critical role in customer satisfaction and retention by achieving first-level resolution and service level agreement compliance.

Essential Job Functions:

  • Provide incident escalation support for NOC and Network Engineering teams for critical incidents and problem management activities, including technical triage, troubleshooting, and resolution support for critical customer service interruptions.
  • Gather necessary information to understand current network issues, develop a diagnosis, drive issues to resolution, and identify root causes of events, sometimes requiring escalation to Tier 2/3 Principal Network Engineers if unable to resolve.
  • Review customer networks, recommend network infrastructure changes, and complete standard changes to improve network performance.
  • Facilitate change implementation actions in complex enterprise network environments.
  • Ensure proper incident management from the initial customer call.
  • Monitor customers' networks and ensure alarms are processed according to established priority, customer-specific procedures, and SLAs.
  • Complete service requests, network implementations, migrations, and other change management engineering activities.
  • Recommend continual service improvement for both internal and external customer networks/systems/processes.
  • Participate in customer meetings to review performance, identify improvement opportunities, and enable more secure, efficient, and optimized environments in areas of cost and performance.
  • Document customer network issues, communicate status, and next-step action plans in the Service Now ticketing system.
  • Update service requests to ensure that service level agreements are met.
  • Provide on-call support for NOC Operations.
  • Must be able to work weekends and non-traditional business hours as needed to meet business obligations.

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